Customer Support Specialist - Home Energy/Solar
- Montreal, QC, Canada
$70,000 to $100,000 CAD / year · Full-time
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Job details
- Pay
- $70,000 to $100,000 CAD / year
- Job type
- Full-time
- Apply by
- Posting language
- English
- Posted
Original job description
Main Responsibilities
- Ensure exceptional customer satisfaction with accuracy and professionalism while responding to customer inquiries by phone, email, or live chat
- Understand the customer’s setup and diagnose configuration or product issues
- Client engagement - help customers manage their products; focus on each customer experience and make every interaction meaningful
- Meet Customer Support SLAs for response time by email, chat and telephone
- Level 1 Problem solving - assist customers through basic troubleshooting to get to resolution
- Level 2 coordination – When required, escalate internally to obtain remote level 2 support and/or on-site field support
- Update our internal CRM and knowledge base with information about customer discussions and any technical issues and resolution
- Monitor customer complaints across all channels and proactively reach out to resolve them
- Gather customer feedback and share it with our internal teams
- Provide timely and accurate information in response to order status and service knowledge requests
- Provide timely feedback to the company regarding service failures or customer concerns
- Partner with the Sales and Field Operations teams to meet and exceed customer service expectations
- Fill gaps in customer profiles by asking questions, building rapport and engaging with each inquiry
Requirements:
- Must be fluent in French and English in all verbal and written communication
- Must be self-motivated and able to work with minimal supervision
- Ability to multi-task by navigating various systems while communicating with customers
- Ability to ensure customer issues are handled appropriately, escalating when necessary
More about this job
Responsibilities
Respond to customer inquiries across phone, email, and live chat; diagnose basic product or configuration issues; and coordinate escalations for advanced or on-site support. Maintain customer records and knowledge resources, resolve complaints, share feedback and service concerns internally, and collaborate with Sales and Field Operations to deliver a strong customer experience.
Requirements
Fluency in spoken and written French and English is required. Candidates must be self-motivated, able to work with minimal supervision and navigate multiple systems while communicating with customers, and able to resolve or appropriately escalate customer issues.
Skills
- Customer Support
- Customer Satisfaction
- Phone, Email, And Live Chat Support
- Customer Engagement
- Troubleshooting
- Problem Solving
- Issue Escalation
- CRM Documentation
- Knowledge Base Management
- Complaint Resolution
- Customer Feedback
- Order Status Support
- Cross-Functional Collaboration
- Multitasking
- French Communication
- English Communication
Visa sponsorship
Not detected in the job text
Categories
- Customer Service & Support
- Energy
Keywords
- Customer Support
- Home Energy
- Solar
- Customer Satisfaction
- Phone Support
- Email Support
- Live Chat
- Product Configuration
- Troubleshooting
- Level 1 Support
- Level 2 Support
- Remote Support
- Field Support
- CRM
- Knowledge Base
- Customer Complaints
- Customer Feedback
- Order Status
- Service-Level Agreements
- Sales Collaboration
- Field Operations
- French
- English